Ponirin, P, Scott, DR & von der Heidt, T 2009, 'Does e-store service quality affect customer loyalty?', Social Science Research Network, viewed 19 January 2010.
This paper examines the relationship between performance assessed electronic store (e-store) service quality and e-store customer loyalty in an electronic retailing environment.
The research was carried out using a web-based survey method involving 3 e-stores and 324 e-customers. The survey data was then used to test models of e-store service quality and e-store customer loyalty and to assess the relationship between them. Six determinants of performance based service quality for an e-store were tested for validity and reliability. These determinants were “ease of use”. “empathy”, “merchandise”, “security”, “product delivery”, and “purchase option”. Customer loyalty determinants that were identified were “word-of-mouth communication”, “purchase intention” and “complaining behaviour.” A strong positive association between e-store service quality and e-store customer loyalty was found.
The paper integrates previous literature on service quality and customer loyalty and develops valid and reliable measures of performance based e-store customer service quality and e-store customer loyalty.